Contributor
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3 Messages
No help transferring/cancelling account from deceased spouse
My family is desperate for help. In two months, DirecTV/AT&T have shown no ability to resolve this issue. The account holder died, and the spouse initially wanted to just transfer the account to their name. Now, they don't really care to either transfer or cancel, but DirecTV/AT&T can't do either.
1. Went through web site. Web site says to call 1-800 customer service.
2. 1-800 customer service says they can't help because a person needs to view death certificate. Must go to store.
3. Went to store. Store says they have no idea and can't help with account issues like that. Check the web site or call 1-800 customer service.
4. Called back to 1-800 customer service. Customer service wouldn't discuss anything with the spouse without some "4-digit code." Spouse said they didn't have the code. Barely intelligible agent said to ask account holder for code. Spouse replied that they're dead. Agent replied that they couldn't help until spouse got the 4-digit code from the account holder and hung up on them.
The spouse really just wants to stop paying the bill and trash the dish. The story above is a summary. There have been several other calls, and multiple broken promises to "call back." I'm pretty sure the "we'll get back to you" was a total lie to get them off the phone. We have managed to transfer things with every other service provider, financial institution, and agency that would rightfully be a whole lot more concerned about account security than a TV provider. Married to someone for 45+ years and you'd just like to try to move on, but DirecTV/AT&T seem to enjoy punishing them for having their spouse pass away. This is awful.
Does anyone know a different route to get this handled that they are not identifying?
DIRECTVhelp
Community Support
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19.9K Messages
5 years ago
Hello @rds24a
We'll do our best to help! We'll be sending you a Private Message to gather more details and start working toward a resolution. Be sure to check your Inbox for the message.
Aminah, AT&T Community Specialist
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rds24a
Contributor
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3 Messages
5 years ago
No, this problem has not been solved.
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litzdog911
ACE - Sage
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45.6K Messages
5 years ago
Did you have your private message exchange with ATTCares?
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rds24a
Contributor
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3 Messages
5 years ago
AT&T/DirecTV was unable to make the change through phone, PM's with the rep, or in a store. They have no system in place to handle the death of a spouse and transfer of billing responsibility for DirecTV customers. We are planning to have the estate attorney handle things. After dozens of phone calls, hours on hold, and multiple times getting disconnected, we have zero love for AT&T.
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JMLowry
New Member
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1 Message
4 years ago
My friend is crying right now over this. Spouse died. She cannot pay the bill, it won't let her in. You are threatening her own bill as well. She does not have the pin. She does not have access to the deceased spouse's email.
She cannot get help from the website, the store or the phone number. She has brought the death certificate to the store. No help. Hours on the phone, no help.
Shame on you, someone in the worst year of their life and you will not assist. Anybody know lawyers that can help with this?
(edited)
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shannon02
ACE - Expert
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19.7K Messages
4 years ago
This is a customer to customer forum with no access to DTV.
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Juniper
ACE - Expert
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20.5K Messages
4 years ago
@JMLowry
In order for the surviving spouse to take over the account, they must provide the Death Certificate. Normally this is taken to a AT&T owned store (not authorized retailer) so they can submit the official proof.
I would call DirecTV and when you get the voice system say "cancel". That way you can speak to a retention agent, who usually are more experienced. See if there is another way to submit the documentation, such as fax. If it is by store only, verify you are going to a company owned one as 3rd parties usually can't help with things like this. Good luck.
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